MobileRead Forums - View Single Post

Blackguard · 08-03-2010, 12:18 PM

I just wanted to share my customer service story with Amazon. I'm already a big fan of Amazon and it is my go-to online retailer for nearly everything non-book and book too.

I had not updated my launch Kindle 2 (Feb '09) to the 2.5 firmware, so last weekend I decided to do that on a whim by turning on the 3G. I could tell that it was downloading the update and left it alone for a little while. When I came back to it about 30 minutes later, the device was bricked (with the 'Repair Needed, please call Amazon at the following number' message). This was a completely unmodified K2 (ie. no hacks installed), so I was a little miffed. The K2 had never given me any problems and it is probably my favorite piece of gadgetry and was in pristine condition. I was a little concerned because it was out of warranty (by a good 6 months). I called the number on the display and the first level representative quickly bumped my call up to tech support. They must have recognized the problem and bascially just replaced the K2 at no cost, overnight shipping and all. It was the easiest tech call I've had to make in the past decade, and probably took less than 15 minutes all together. My new kindle arrived 2 days later (Sunday -> Tuesday : probably overnighted from Monday). I put my old kindle in the new box and shipped it back at no cost via UPS.

My replacement K2 looks brand-new (it could be a well-preserved refurb also) and the 2.5 update is great. That is why I'm a loyal Amazon fan.

08-03-2010, 12:18 PM	#1
Blackguard Enthusiast Posts: 29 Karma: 14 Join Date: Feb 2008 Device: Kindle 2	Customer service story (positive) I just wanted to share my customer service story with Amazon. I'm already a big fan of Amazon and it is my go-to online retailer for nearly everything non-book and book too. I had not updated my launch Kindle 2 (Feb '09) to the 2.5 firmware, so last weekend I decided to do that on a whim by turning on the 3G. I could tell that it was downloading the update and left it alone for a little while. When I came back to it about 30 minutes later, the device was bricked (with the 'Repair Needed, please call Amazon at the following number' message). This was a completely unmodified K2 (ie. no hacks installed), so I was a little miffed. The K2 had never given me any problems and it is probably my favorite piece of gadgetry and was in pristine condition. I was a little concerned because it was out of warranty (by a good 6 months). I called the number on the display and the first level representative quickly bumped my call up to tech support. They must have recognized the problem and bascially just replaced the K2 at no cost, overnight shipping and all. It was the easiest tech call I've had to make in the past decade, and probably took less than 15 minutes all together. My new kindle arrived 2 days later (Sunday -> Tuesday : probably overnighted from Monday). I put my old kindle in the new box and shipped it back at no cost via UPS. My replacement K2 looks brand-new (it could be a well-preserved refurb also) and the 2.5 update is great. That is why I'm a loyal Amazon fan.